There is a constant demand from our contact center software customers for greater granularity in the details of the call center reports. Reports are based on data collected and retained by the system and there are numerous reporting possibilities on Agent, Queue and ACD performance. Here are some of the generic contact center reports based on Indosoft call center software, Q-Suite.

  • Agent Time Profile: During every session, the time spent by an agent on all agent states including custom DND states can be compiled and presented as a time profile. Agent time profile in an indicator of time utilization by an agent.
  • Agent Performance: Call disposition provide an indication of the  conversion rate for an agent. Both inbound and outbound have different wrap-ups and are compiled by the hour for the all call dispositions.
  • ACD Performance: Provides data on abandons, wait-time, SLA and related real and historical information for all calls. It is an indicator of how well the queues and calls are being handled by the call center collectively as well as individually by the agents.
  • Queue Performance: This is more granular provides metrics on calls grouped by queues. Service level represents a measurable value for the speed at which calls are handled by the call center. Abandoned calls and the average wait time before abandon are important measures of  queue performance.
  • Agent-Queue data: Agent information is combined with Queue data to provide insight  on how well the calls are handled. There are useful informations within the Agent Queue data that can reveal how many times a call was put on-hold or transferred.

To obtain a Call Detail Record (CDR) of a call from cradle to grave is challenging for VoIP and hybrid telephony. Asterisk is a leading platform for IP telephony and seamlessly handles VoIP or TDM. This is a great strength within Asterisk but at times it is difficult to extract accurate CDR information due to the variety of channels that are created in the process of handling a calls within a call center ACD.

Within Q-Suite we have made significant enhancements by tagging and following calls with universal identifiers. A detailed CDR table keeps track of the call progress. This allows  ’Cradle to Grave Reporting’ for contact centers.  Q-Suite  ’Trunk-Tracker’ module monitors information on the state of the channels and records the call detail. Agent screens record agent activity for each call. From within the Dialplan builder, billing related call details can be triggered as the call travels through the IVR. With all the data collected, extremely granular reporting is achievable.

The agent screens are designed to track all the agent initiated activities and store the information. Q-Suite has a well defined ACD for call centers with  a detailed API interface enabling vertical business applications to embed CTI within their interface. Q-Suite ACD is desgined to allow easy migration to IP telephony using Asterisk. It is important for custom applications using Q-Suite ACD for Asterisk, to store all agent states in the database to generate detailed reporting.